First we need to check how your system is connected to the internet. Do you have a powerline adaptor? You would have two of these - one near your system and one near your internet router. They should resemble the ones in the picture below but may look a little different depending on the model you may have.
Click here if you have powerline adaptors
Click here if you don't have powerline adaptors
Are either of the powerline adaptors plugged into an extension lead? This can cause a disruption to your connection.
Click here if you use an extension lead
Click here if your powerline adaptor is plugged directly into a wall socket
Powerline adaptors work best when they are plugged directly into a wall socket.
Please move the Powerline Adaptor into a wall socket.
Please click here when complete.
Why has it worked before but won't work now?
Some TP links are compatible with extension leads, but depending on use and age, what might have worked once can stop working after some time. The TP links need little/no interference, which an extension lead can provide. Both ends also need to be on the same electrical circuit which is why distance and/or bad wiring can play a huge factor with signal loss.
Please pair your powerline adaptors to make sure they are synchronised. There is a helpful video on YouTube to help you do this, please click here to watch. Your power line adaptors might not look exactly the same as those shown on the video, but the actions you take will still be the same as what is shown.
For most powerline adaptors once paired all three lights will be illuminated.
If you were unable to pair your powerline adaptors, due to a suspected fault, you can get replacement ones here.
Please click here once your powerline adaptors are paired
Log into your Levelise App. On the dashboard there should be units consumed in the section called Consumption which updates every few seconds. This will confirm the system has been reconnected. It may take 24 hours for the Battery Status indicator to change from red to green or blue.
Still showing zero in Consumed
The app is showing a consumption value
Please turn off the Hub. This can be done by lifting the small panel on the front of the White box labelled "Social Energy" then flicking the switches down one at a time starting from the left hand side.
Please click here when the Hub is off
Now, please power the Hub on by flicking the breaker switches into the on position (up) from right to left.
Please click here when the Hub is back on
Log into your Levelise App. On the dashboard there should be units consumed in the section called Consumption which updates every few seconds. This will confirm the system has been reconnected. It may take 24 hours for the Battery Status indicator to change from red to green or blue.
Still showing zero in Consumed
The app is showing a consumption value
Please turn off the Hub. This can be done by lifting the small panel on the front of the White box labelled "Social Energy" then flicking the switches down one at a time starting from the left hand side.
Please click here when the Hub is off
Please pair your powerline adaptors to make sure they are synchronised. There is a helpful video on YouTube to help you do this, please click here to watch.
Please click here once your powerline adaptors are paired
Please power the Hub on by flicking the breaker switches into the on position (up) from right to left.
Please click here when the Hub is back on
Log into your Levelise App. On the dashboard there should be units consumed in the section called Consumption which updates every few seconds. This will confirm the system has been reconnected. It may take 24 hours for the Battery Status indicator to change from red to green or blue.
Still showing zero in Consumed
The app is showing a consumption value
Is your hub hardwired? This is when your hub, labelled Social Energy, is directly connected to your internet router.
If your system is connected via a WiFi Bridge, you will need to contact your Solar System installer who will be able to assist. There are many different types of WiFi bridges, one example below, each with their own steps to reconnect, you can always try googling the model you have to check if all is working as expected.
Please turn off the Hub labelled Social Energy. This can be done by lifting the small panel on the front of the White box labelled "Social Energy" then flicking the switches down one at a time starting from the left hand side.
Please click here when the Hub is off
Once your hub is turned off, please switch off your Internet router.
Please click here when your router is off
Please check the LAN cable is securely connected to both the Internet router and the Social Energy/Levelise Hub.
You can do this, by removing the LAN cable and reconnecting the LAN cable back into the same port it came from.
Please click here when complete
If you notice an issue with the wire
It is always worth replacing any wires that may look faulty, as even if you do manage to reconnect the system, it is very likely for the connection issue to return. New cables can be purchased here.
Please turn your Internet router back on and wait until an internet connection is available.
Please click here when your router is back online
Please power the Hub on by flicking the breaker switches into the on position (up) from right to left.
Please click here when the Hub is back on
Log into your Levelise App. On the dashboard there should be units consumed in the section called Consumption which updates every few seconds. This will confirm the system has been reconnected. It may take 24 hours for the Battery Status indicator to change from red to green or blue.
Still showing zero in Consumed
The app is showing a consumption value
We're sorry that you are still having issues reconnecting. Please send an email to support@levelise.com and we will work with you to resolve the problem. Here are some things you can include in your email to help our investigation:
Please supply the following photos:
- Battery
- Inverter
- Social Energy hub front - showing the meter display and switches
- Social Energy hub bottom - showing where the cables connect
- Powerline adaptors or Wi-Fi extender, showing any indicator lights
- The connectors of the ethernet cables which connect the router to the powerline adaptor (where applicable) and the powerline adaptor to the hub (8 wires should be visible in these connectors, not 4)
- The back of your internet router
Please confirm the following information:
- Who your internet provider is
- What internet router model you have
- When your internet router was installed
- If you have any additional powerline adaptors in your property (this is only needed if your system is connected through a powerline adaptor)
- If any work had been done on your property around the date of disconnection
- If the display is shown on the Social Energy hub
- If you have you restarted the Social Energy hub as part of your troubleshooting attempts and all the blue switches are in the on (up) position
- If you have you restarted the router as part of your troubleshooting attempts
- If you are able to use a laptop with an ethernet port for additional troubleshooting
Once your email has been sent, that's all we need for now, we will get back to you as soon as we have had some time to investigate your system and review your answers.
That's great news! Thanks for helping to resolve the issue with your system. You can keep an eye on your system via our app.
If the battery indicator is red or amber, please wait 24 hours and then if it is still red or amber, retry these steps before contacting us.